The Customer Owned Banking Code of Practice is the industry code of practice for Australia’s mutual banks, credit unions and building societies.

The Mutual Bank is a proud subscriber of the Code which operates in addition to legislative requirements, establishes higher standards and addresses issues not covered by the law.

Our Members can have confidence in knowing they are covered by a market leading, plain English commitment to fair and ethical banking practices that put you first.

By voluntarily subscribing to and committing to complying with the Code, The Mutual Bank provides our members and the community with a public expression of the standards by which we will be held accountable. The Code outlines clearly and transparently what a member can expect when dealing with The Mutual Bank.

Key Promises to our Members

The 2022 Code is underpinned by seven key promises:

  1. We will deliver banking services in the interests of our members
  2. We will obey the law
  3. We will not mislead or deceive
  4. We will act honestly and fairly
  5. We will offer products and services that are fit for general purpose
  6. We will deliver services with reasonable care and skill
  7. We will contribute to our community

A full copy of the code can be obtained on the Customer Owned Banking Association website or you can request a copy from one of our branches or call our Member Services Team on 1300 688 825 to have a copy mailed to you.